Patrick Rivers Email & Phone Number

New York, New York, Us

• Spearheaded the development of product roadmaps that reduced project cycle time by 50%, aligning global technology teams with business objectives to enhance operational efficiency and expedite delivery timelines across global B2B SaaS projects.• Executed thorough analysis of 500+ monthly customer feedback touchpoints through a structured Voice of the Customer initiative; delivered targeted recommendations leading to significant enhancements aligned with authentic consumer insights.• Drove the implementation of measurable OKRs across diverse teams to align priorities with organizational goals; assembled custom dashboards for clarity and self-serve data reporting; achieved a 20% increase in velocity alongside reducing incomplete tasks by nearly half within three months.

Westwood, Ma, Us

• Transformed the entire UX onboarding experience using comprehensive new hire journey mapping, achieving a remarkable scaling of team capacity by 150% and reducing average time-to-productivity for newcomers by half.• Slashed product data requests by 40% by democratizing key product and design data and toolsets; created scalable video demo walkthrough and training series to accelerate understanding throughout the organization. • Established internal Product Knowledge Base; solicited relevant technical content cross-departmentally while analyzing content interaction, ensuring top-tier content relevance and quality. This eliminated 2 live meetings per week, saving countless hours across teams.

Westwood, Ma, Us

• Scaled a high-performing remote support team of 15 members while introducing structured coaching programs• Led initiatives that prioritized talent development within cross-functional teams; in coordination with product teams, established an SME program to produce experts on each product suite, resolving complex internal issues and escalations.• Partnered with engineering to address core customer service issues, cutting customer escalations in half while achieving a 20% reduction in Average Resolution Time.

Rochester, Kent, Gb

• Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals - increased revenue by over 45% in one year• Revamped and updated company e-commerce presence, enhancing navigation for users; contributed to a 25% increase in visitor engagement as measured by time spent on site over three months.• Analyzed current utility spending patterns for phone and internet services; identified unnecessary expenditures that led to annual cost savings exceeding $20k with minimal disruption to operations.

Ny, Ny, Us

• Evaluated key metrics such as average handling time and first call resolution on a weekly basis, ensuring optimal performance levels of Customer Service & Sales agents while maintaining an impressive customer satisfaction score exceeding 90%.• Surpassed established sales benchmarks each month, securing over 100% of sales objectives while enhancing team motivation through weekly strategy sessions focused on performance improvement and customer satisfaction metrics.

Basking Ridge, Nj, Us

• Ranked #1 or #2 in gross adds each month 2014-2015• Ranked #1 in customer NPS in 2015• Coaching and developing a sales staff of 12• Responsible for customer de-escalation and problem resolution

Certification, Certified Ethical Hacker

Associate Of Science (A.S.), Liberal Arts And Sciences/Liberal Studies

Tv/Radio Broadcasting

Bachelor Of Business Administration (B.B.A.), Business Administration And Management